By Alithea De Jesus
The renowned entrepreneur, John Rampton once said, “Your customers are the lifeblood of your business. Their needs and wants impact every aspect of your business, from product development to content marketing to sales to customer service.”
Having said this, delighting your customers will take you to the altitude, even when the going gets tough. They will be your ambassadors and defenders. Not all companies have customer-centric culture, and Globe Telecom has adopted a very customer-centric culture where the customers serve as a beacon for everything the company does and its key to success over the years.
Keeping customers happy also translates to satisfied shareholders and motivated employees. This in essence is the principle behind Globe’s Circle of Happiness that resides at the core of the company’s culture.
“It all starts with the customer. If the customers are happy and they continue to patronize the business, it creates great financial results, which in turn provides great returns to the shareholders. If the shareholders are happy, they tend to remunerate the employees well. And if the employees become really motivated, then they would want to make the customers even happier. This is the infinite game. It doesn’t end. It just keeps going,” said Ernest Cu, Globe President and CEO.
Now in the 21st century, information and communication technology is fundamental in everything people do. Globe stands at the forefront of helping Filipino families enable their digital life and their success, especially as the home becomes the center of learning, livelihood, commerce, and entertainment. “I think it’s imperative, given the kind of service that we provide to the public. It’s so essential,” Cu said.
He added: “Globe is a purpose-driven organization so we’re making sure that we give our customers a fair deal, the best experience and service that we can provide with or without a pandemic. And each employee does his or her part to make a difference.”
A number of Globe employees, for instance, are giving their time to help customer service representatives in processing postpaid mobile and broadband applications and addressing customer concerns, among others. The company’s customer service teams which are deployed by business process outsourcing firms remain undermanned due to some mobility restrictions that are still in place as a result of COVID-19.
Globe also empowers its workforce to attend to customer needs themselves and through the feedback they receive, the company is able to look into underlying issues and processes that can be changed to make these more customer-centric.
At the same time, Globe employees assist those who are still using the soon-to-be obsolete 3G SIMs and mobile phones to shift to 4G/5G-ready SIMs to ensure that they enjoy an improved data experience using the latest technologies. Globe is currently urging its mobile customers to adopt 4G/LTE, and migrating its broadband customers to fiber connections for free while continuously upgrading and expanding its network in order to get its subscribers into a world of faster data.
Even during calamities such as the recent typhoons Rolly and Ulysses, Globe network personnel immediately worked on the restoration of communications facilities. Such dedication to service and customer welfare is what the company espouses throughout its over 8,000 total workforce.
To learn more about Globe, visit www.globe.com.ph